Customer Service Specialist

JOB SUMMARY: H104

Provides technical assistance and information to customers with specific utility problems, either in person or by telephone. Employees at this level engage in a wide range of public service contacts regarding account inquiries, utility service, various service rates, policies, and procedures. Employees assigned to this class may be assigned to the call center handling telephone inquiries, the lobby center assisting walk-in customers, the collections section or the research section. The work requires extreme tact and courtesy in handling customers and independent judgment is required to make moderately complex decisions. Work is generally performed independently and requires frequent decision-making within established policies and procedures.

ESSENTIAL JOB FUNCTIONS:

Responds to incoming calls and visits from residential and commercial customers inquiring about status of accounts, account balances, past due amounts, delinquent accounts, balances from previous accounts, payment extensions, payment arrangements, high consumption, and other account inquiries.

Prepares delinquent/shut-off listing including deduction of depository, provides account status via radio contact with field technicians for customers with updated payments, and verifies shut-off listing to ensure payments have not been received.

Updates the account status into a computer terminal, entering any changes, arrangements, payments, etc.

Investigates accounts when charitable agencies make inquiries for payment purposes, makes required arrangements on these accounts for agencies guaranteed payments, makes account adjustments for customers for misread meters, leaks, etc., and processes payment transfers and payment corrections, when applicable.

Evaluates and researches account inquiries and transfers or terminates service at customers request after proper verification.

Quotes fees for water and sewer service, water taps, sewer taps, sewer and water impact fees, and commercial and residential sanitation collection fees.

Calculates fees for sewer and water rates; sets up new customers; closes out accounts; and issues work orders.

Establishes and processes new accounts and reinstates disconnected service to accounts.

Issues work orders for initial and final reads, re-reads, crossed meters, and meter flow tests.

Establishes customer service for sanitation collection and explains rules, regulations, and procedures.

Issues work orders for special trash pick up quoting additional charges for service.

Prepares a variety of correspondence, upon customers' inquiries, i.e., name change, deposit relinquish, final balances, re-reads, account printouts, sanitation variances, and senior citizens discounts; completes a variety of customer contracts.

Maintains a high level of organizational skills in order to work efficiently in a fast paced and constantly changing environment.

Uses multi-tasking skills throughout the day to take care of customers and maintain ECUA processes.

Speak, understand, read, and write a second language fluently (as specified, other than English); assists non-English speaking customers to address and resolve his or her issue.

All other duties as assigned.

High school diploma or equivalent. (Educational documentation will be required upon offer of employment.)

A minimum of two years of experience in a customer service role in a formal customer service call center is required. Four or more years in a customer service role in a formal customer service call center is preferred.

Experience must include high volume customer contact while obtaining pertinent information AND analyzing information to define the problem or situation AND independently decide on the correct action to resolve the problem AND implement problem resolution.

• A call center is a central office staffed by agents dedicated to handling large volumes of customer contacts by telephone. Call centers generally focus on processing incoming calls, but may handle outgoing calls, as well.

Must have moderate level of proficiency using a computer to perform daily job functions. Experience using the AS400 is preferred.

Experience with a utility provider is desired.

Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Employment offers to all new hires are contingent upon the job candidates successfully passing background, motor vehicle and reference checks, drug screening, and post job offer physicals (that may include pulmonary testing). All applicants are subject to physical assessments as required by job.

Work in a high volume/stressful environment.

While performing the essential functions of this job the employee is regularly required to sit for extended periods of time, move about in a typical office setting, use hands to finger, handle, or feel, and reach with hands and arms.

While performing the essential functions of this job the employee is regularly required to work in a typical office setting, use standard office equipment, read printed material and a computer screen, and communicate in person and over the telephone.

The incumbent's working conditions are typically moderately quiet.

Knowledge of:

Standard office practices, procedures, and equipment

Basic principles and practices of clerical accounting, billing, collections, and adjustments

Assisting customers courteously and diplomatically

Record keeping practices and procedures

Posting payments to accounts and performing mathematical computations with speed and accuracy

Skill in:

Verbal and written communication

Problem Solving

Multi-tasking

Dealing courteously and diplomatically with the general public

Making mathematical calculations

Expressing oneself clearly and concisely with particular skill in telephone communication

Typing and operating a computer keyboard

Performing a variety of tasks daily - using various computer programs and functions

Maintaining a high level of organization throughout the day

Abilities:

Listen to customer problems, extract relevant information, research and gather pertinent information, determine proper course of action within established policy and procedure and implement problem resolution

Add, subtract, multiply, and divide whole numbers. Accurately compute fractions and percentages

Deal with problems involving several concrete variables in standardized situations